Patient Concierge Officer

Shared Services: Philanthropy Patient Engagement Services- (Full-Time, Day Shift) -

Job Summary: The Patient Concierge Officer serves as a dedicated liaison and single point of contact for high-profile patients ("Friends of Loma Linda University Health"), ensuring a seamless, high-touch care experience across all healthcare settings. The position provides patient advocacy, non-medical support, care coordination, and enhanced communication throughout the patient journey. Evaluates complex patient and donor experience matters, develops and implements solutions across organizational departments, identifies opportunities to strengthen donor engagement, and recommends improvements to patient experience and service excellence. The role enhances patient satisfaction, improves care coordination, supports the cultivation and stewardship of major philanthropic relationships, and aligns the patient experience with organizational development goals. This role serves as a major front-line forward-facing role with donor contact and visits every day, in the inpatient hospital setting, outpatient hospital setting, and in homes of donors for donor cultivation and stewardship, alongside development officer team. Performs other duties as needed.

Education and Experience: Bachelor’s degree in healthcare administration, business, communications, or a related field required. Master’s degree preferred. Minimum three years of experience in healthcare, patient relations, or customer service required. Experience working with high-profile clients or stakeholders preferred.

Knowledge and Skills: Knowledge of healthcare systems and patient navigation, HIPAA and privacy regulations, customer service and patient relations practices, and a basic understanding of philanthropy and fundraising. Proficient in Electronic Medical Record (EMR) and Customer Relationship Management (CRM) systems; able to document, report, multi-task and care coordinate. Ability to build relationships with patients and staff, and strong conflict resolution and diplomacy skills. Read, write legibly, and speak in English with professional quality; use computer, printer, and software programs necessary to the position (e.g., Word, Excel, Outlook, PowerPoint). Operate/troubleshoot basic office equipment required for the position. Relate and communicate positively, effectively, and professionally with others; work calmly and respond courteously when under pressure; collaborate and accept direction.  Think critically; manage multiple assignments effectively; organize and prioritize workload; work well under pressure; problem solve; recall information with accuracy; pay close attention to detail; work independently with minimal supervision. Distinguish colors as necessary; hear sufficiently for general conversation in person and on the telephone, and identify and distinguish various sounds associated with the workplace; see adequately to read computer screens, and written documents necessary to the position.

Licensures and Certifications: Certified Patient Experience Professional (CPXP) preferred.